Omnichannel


CX Satisfaction Starts with Your Brand Advocates

Empower agents to provide insightful, proactive service by unlocking the power of customer data.

 

Technology Omnichannel White Papers


Why It’s Time for Your Contact Center to Embrace Omnichannel

Customers expect the same level of service no matter how they contact you. They don’t view your brand as a series of channels, rather they see it as one cohesive unit.

Technology Omnichannel White Papers


Take Action on the Customer Journey for Enhanced CX Satisfaction and Loyalty

There is a lot of power in being able to jump in and help shape the customer journey to be more direct and with less “turbulence.”

Technology Omnichannel White Papers


Leveraging Digital Channels

Companies still view their products and services as point solutions instead of thinking about the entire ecosystem that the devices live in.

Technology Omnichannel


Why It’s Time for Your Company to Embrace Omnichannel

It’s important to ensure that whether it’s the human interacting with the customer, or it’s the digital interaction, or it’s the bot, your customers are getting the same answers across all channels.

Technology Omnichannel White Papers


Mobile Apps for Agents

The mobile app keeps employees connected to goals, policy and culture—all those important aspects of a company that you sometimes don’t get to participate in when you work from home.

Technology Omnichannel


What to Expect for Contact Centers in 2018

Expect to see businesses expand the role of the contact center as a competitive differentiator, with increased investments in technology modernization to deliver exceptional customer experience.

Technology Omnichannel


Smartphones Rock the Contact Center

Visual guidance such as diagrams, forms, pictures and live videos will slowly supplant more sterile voice or text interactions.

Technology Omnichannel


The Customer Journey in the Land of the Smartphone

The smartphone is becoming the ubiquitous and predominant tool for both self-service and assisted service. Join us on a compelling adventure that every contact center should plan for right now.

Technology Omnichannel


The Customer Journey in the Land of the Smartphone

The smartphone is becoming the ubiquitous and predominant tool for both self-service and assisted service

Technology Omnichannel


Technology’s Role in the Omnichannel Pursuit

Enterprises will not achieve an omnichannel customer experience with tools alone. Strategy comes first, followed by the process, integration and organizational elements to drive value from the...

Technology Omnichannel


Dissecting the Customer Experience Management Market

With software, it’s not always easy to separate a CXM solution from other applications intertwined and provided in the same platform.

Technology Omnichannel


Moving Beyond Phone Calls: WFM in an Omnichannel World

Omnichannel is not about everyone taking every media; it’s about managing all media effectively and creating a ‘seamless, integrated’ customer experience as they use their...

Technology Omnichannel Workforce Optimization


IoT Has Arrived, But Has Your Customer Service Offering?

Connected devices are just that—connected—and the number of linked brands, services and products makes delivering support all the more challenging.

Strategy Service Delivery Technology Omnichannel Strategic management


Elevate Your Contact Center to Support Omnichannel

Technology is an important aspect of effectively supporting omnichannel, but for many contact centers, this is a sore point as their solution only supports disparate channels.

Technology Omnichannel White Papers


 

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